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We are looking for an experienced and motivated Bookings Team Lead to effectively manage our busy Bookings Team, delivering a high-quality, patient-centred administration service for both Inpatient and Outpatient pathways. You will be a visible role model for excellent customer service, ensuring that patient experience remains at the heart of everything we do. This role will suit a proactive leader who enjoys improving processes, developing teams, and working collaboratively across departments in a fast-paced environment.
Job Responsibility:
Lead and support the Bookings Team to deliver an excellent patient experience
Ensure timely management of bookings, referrals and email communications in line with KPIs
Monitor call volumes and staffing levels to meet business needs and service standards
Support business growth by overseeing waitlists and patient pathways
Develop and improve processes and SOPs, making best use of IT systems
Act as first point of escalation for service issues and patient concerns
Build strong relationships with consultants, GPs and medical secretaries
Set and monitor departmental KPIs with the Head of Customer Services
Create and maintain audit frameworks for key processes
Lead regular 1:1s, appraisals and team meetings
Ensure robust induction and ongoing training of team members
Support service delivery across sites and occasional evening/weekend working as required
Requirements:
Previous experience managing a team within an administrative or customer service setting
Understanding of quality management systems and customer care
Excellent organisational and time-management abilities
Ability to work under pressure and to deadlines
IT literate with good working knowledge of relevant systems
Nice to have:
Educated to A-Level or NVQ Level 3 in Customer Service (or equivalent)
What we offer:
Competitive Salary
33 Days annual leave plus extra time off for your birthday